Every Merch account starts with an account team. They are the people you work with day-to-day — picking products, scoping designs, pricing quotes, placing orders, and planning what to do next. Most customers spend more time with their account team than they ever do clicking around the portal.
#What your account team handles
Almost everything. Specifically:
- Getting your master service agreement signed and your account access provisioned — the MSA is required for account access unless you have a custom agreement; we send it for electronic signature during onboarding
- Getting you set up — assigning your account, walking you through the portal, getting your brand kit dialed in
- Designing product — starting a design from scratch or off a catalog item, working with the design team on proofs, iterating with you until you approve
- Sourcing — finding products that are not already in our catalog when you have something specific in mind
- Pricing and quotes — putting together a quote with quantities, decoration, and lead time
- Placing orders for you — many customers prefer to email their order details and let us build it. That is fine. You can always do it yourself in My Products instead, or mix the two
- Planning storage levels — deciding how much of each item to hold in our warehouses so you can drop-ship from stock when you need to
- Scoping campaigns — helping you design a redemption flow, pick the right products, set limits, and brand the recipient experience
- Configuring address-verification rules — walking through the toggles with you so we ship to the addresses you want and flag the ones you do not
- Setting up integrations — wiring Shopify, Salesforce, Zapier, or your own system into Merch so orders flow through automatically. See Integrations
- Shipping snags — re-routes, address corrections, late shipments, claims for damaged or lost packages
- Billing terms — payment methods, terms, account funds, auto-pay, statements
If it touches your account, they can either handle it or get you to the person who can.
#Starting new projects
Most work starts with a quick note to your assigned account rep — not a support ticket. Email them or message them in the portal with a sentence about what you have in mind ("we want welcome kits for 50 new hires," "we're planning a holiday gift to our top 200 customers," "let's build a co-branded box with this partner") and they'll take it from there: scoping, sourcing, pricing, timelines. The whole point of having a rep is that you don't need to know the right form or the right team — they route everything internally for you.
#How to reach them
You have three easy paths. Use whichever is most natural for the moment:
- Email — your rep's address is the same one that signs the threads they've started with you. Replying to any past thread lands with the right people; emailing your rep directly works the same way. Best for anything you'd otherwise put in an email.
- Message in the portal — open the side nav and start a conversation. Same people on the other side, no email tag, with the order or campaign already in context.
- Support — for portal issues (a stuck status, a missing tracking number, a payment that didn't post), the Support flow in the side nav routes to the right place fastest.
#Getting fast answers
A few habits make the back-and-forth shorter:
- Reference an order, campaign, or invoice number when relevant. It cuts a round of "which one?"
- Send screenshots of what you are looking at, especially for proof or design comments
- Be specific about timing — "I need this in-hands by the 22nd" is easier to plan around than "ASAP"
- Loop in the right teammates — if your finance lead pays the invoice, copy them on billing threads
#Hours and response times
We monitor support during US business hours. Most messages get a response the same business day. Urgent issues — orders that need to ship today, payments that just went out, recipients reporting a missing package — go to the top of the queue.